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"Out of Hours gp / a&e / urgent treatment centre"

About: Croydon University Hospital / Accident and emergency Vocare

(as the patient),

As a type 2 diabetic visiting the Croydon area I lost my disposable needles and testing equipment. I contacted croydon university hospital a& e and was told "don't call us, call 111". When I called 111 at 10. 30pm I was told to wait for a call back. I usually have bedtime insulin at around 10. 30pm. Received a call back around 1. 30am (? ? ? ! ! ! ) And told to go to the mayday road entrance of the hospital and I would be given some more needles and anything else they could help with. Upon arrival (after waiting for a taxi that NEVER turned up and walking through Croydon at 2+am had to attend 4x desks to be booked in. When I was triaged was told wait would be 3 1/2-4 hrs. For a handful of needles and IF I am seen then  my insulin will be 9+ hrs late! ! !

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Responses

Response from Sarah Pritchard, Senior Quality Lead, Croydon Health Services NHS Trust 4 years ago
Sarah Pritchard
Senior Quality Lead,
Croydon Health Services NHS Trust
Submitted on 18/10/2019 at 09:34
Published on Care Opinion at 09:34


Sorry for the delay in replying.

I am sorry that your visit resulted in a poor experience - this is not the service that we aim to offer our patients.

I can't change your experience but we can investigate what went wrong and we can put it right for future similar situations.

If you would like us to do this, please contact the Patient Advice and Liaison Service ( PALS) so that this can be investigated further.

Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net.

The office is open during the week from 9.30am to 4:00pm

Thank you for bringing this to our attention and I look forward to receiving further communication from you.

Kind Regards

Sarah Pritchard, Senior Quality Lead, Patient Experience

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